Customer Return Management — How To Guide

Overview

This document explains the complete Customer Return Management process within the OMS. It covers the end-to-end return lifecycle — from initiating a customer return request on a delivered order to final return acceptance and closure.

By following this guide, operations teams can efficiently process customer returns while maintaining proper tracking and verification throughout the workflow.

Step 1: Navigate to the Delivered Orders Tab

1. Open the Orders section in OMS.

2. Navigate to the Customer Return Management module.

3. By default, the module opens on the Delivered Orders tab.

4. Use the search bar or available filters to locate the order that needs to be returned.

   

Step 2: Initiate the Return Request

1. Locate the required order.

2. Click the Return Initiate button available on the order row.
   

   

This action opens the Return Request Form where the return details must be completed.

Step 3: Complete the Return Request Form

Fill in all required sections carefully before processing the return.

3.1 Customer Details

Review the customer information displayed on the page, including:

• Customer Name

• Contact Number

• Delivery Address
  

  

3.2 Product Selection

All products that were successfully delivered in the selected order are automatically displayed in the Product Details section.

Select Products for Return

• If the customer wants to return all delivered products, use the bulk selection option to select all items simultaneously.

• If the customer wants to return only specific items, individually select the required product(s).

Update Quantity

• Enter the quantity for each product being returned.

• The system will automatically adjust the product totals, quantities, and return amount accordingly based on the selected items and quantities.

Ensure that the selected products and quantities match the actual customer return request before proceeding.

Select Return Reason

Once the products are selected:

1. Choose the appropriate Return Reason from the dropdown menu.

2. This ensures that all return-related information and operational details are properly recorded and saved within the return request.

3.2 Return Courier Details

After selecting the products and return reason, navigate to the Return Courier Details section and choose the appropriate Return Option.

There are three available return methods:

• Courier Return

• Self Courier

• Self Return

The required fields will vary depending on the selected return option.

Option 1 — Courier Return

Select Courier Return when the return pickup will be handled through an integrated courier partner.

Complete the following fields:

Select Courier

• Choose the courier from the dropdown list.

• All enabled and configured couriers will be available for selection.

• Select the courier through which you want the return shipment to be received.

Remarks

Add any instructions, notes, or courier-related remarks for the return order.

Option 2 — Self Courier

Select Self Courier when the customer arranges and ships the return using their own courier service.

Complete the following fields:

Return Option

Select Self Courier.

Select Courier

Choose the courier used by the customer from the dropdown list.

Tracking Number

Enter the courier tracking number provided for the shipment.

Remarks

Add any additional comments or return-related instructions.

Option 3 — Self Return

Select Self Return when the customer will return the item independently without using a courier arranged through the system.

For this option, only the following field is required:

Remarks

Add any necessary notes or return instructions.

No courier details or tracking information are required for Self Return.

3.4 Confirm & Process the Return

Once all required details are completed:

1. Review the entered information.

2. Click Save & Confirm to submit the return request.
   

   

After successful submission:

• The return request will be initiated.

• The order will automatically move to the Return Requested tab.

• This provides clear visibility that a return request has been created and is awaiting review or further processing.

Step 4: Review the Return Request — Return Requested Tab

All initiated return requests appear in the Return Requested tab for review and approval.

At this stage, the operations team can either:

• Accept the return

• Decline the return

• Bulk accept multiple returns

Option A — Accept a Single Return

1. Locate the order in the Return Requested tab.

2. Click Return Accept.

The order will move to the Return in Transit tab.

Option B — Decline a Return

1. Click Decline Request on the order row.

The return request will be permanently closed and removed from the return workflow.

Important:
The decline action is irreversible. Ensure all details are verified before declining a return request.

Option C — Bulk Accept Multiple Returns

1. Select multiple orders using the checkboxes on the left side.

2. Click Bulk Actions.

3. Select Return Accept.

All selected orders will simultaneously move to the Return in Transit tab.

Step 5: Confirm Return Receipt — Return in Transit Tab

Once the returned item physically arrives at the warehouse or return facility, the receipt must be confirmed within OMS.

Option A — Return Received (Single Order)

1. Locate the order in the Return in Transit tab.

2. Click Return Received.

The order will move to the Return Verification tab.

Option B — Return Received (Bulk Orders)

1. Select multiple orders using the checkboxes.

2. Click Bulk Actions.

3. Choose Return Received.

All selected orders will move to the Return Verification tab.

Tip:
Use the bulk update feature during high return volumes to process shipment batches efficiently.

Step 6: Verify the Returned Item — Return Verification Tab

In the Return Verification stage, the warehouse or operations team performs a physical inspection of the returned item.

Verification Checklist

During inspection, verify the following:

• The returned item matches the original order.

• The product condition aligns with the selected return reason.

• The returned quantity matches the declared quantity.

• The item is eligible for return according to company policy.

Accept the Verified Return

1. After successful verification, click Return Accepted.

The order will move to the Return Accepted tab, completing the return lifecycle.

Note:
If the returned product fails verification (e.g., wrong product returned or damage claim invalid), do not proceed with Return Accepted. Follow your internal escalation or exception handling process.

Step 7: View Completed Returns — Return Accepted Tab

All successfully completed and approved returns are available in the Return Accepted tab.

This tab serves as the final stage of the Customer Return Management workflow.

Available Actions

Users can:

• Search completed returns

• Apply filters using:

  • Order ID

  • Date Range

  • Return Reason

• Export return reports using the Generate Report option

Tip:
Finance or operations teams can use completed return records to process:

• Refunds

• Replacements

• Credit Notes

• Inventory adjustments

Return Flow — Quick Reference Table

Conclusion

The Customer Return Management module in OMS provides a structured and traceable workflow for handling customer returns from initiation to completion.

Following the steps outlined in this guide ensures:

• Accurate return tracking

• Proper item verification

• Efficient warehouse processing

• Improved operational visibility

• Better customer service handling